The Customer Operations team within the Global Operations & Customer Support organization is seeking a highly customer‑obsessed, results‑driven problem solver to ensure the timely and effective resolution of connected services customer issues. The ideal candidate will possess a strong understanding of the connected services ecosystem, including products, platforms, and their impact on the end‑to‑end automotive experience. This role requires a passion for tackling complex challenges, collaborating closely with cross‑functional teams, and engaging in in‑depth technical discussions with engineering teams to identify and implement innovative solutions. If you thrive in a fast‑paced environment, enjoy solving impactful problems, and are motivated by delivering exceptional customer experiences, this opportunity is an excellent fit for you.
Key responsibilities include:
- Analyze, triage, assign, escalate, and resolve both off‑board and on‑board issues across connected services programs through close cross‑functional collaboration.
- Lead daily incident review meetings with the operations team to ensure accurate prioritization and proper assignment to the appropriate resolver groups.
- Own recurring off‑board and on‑board issues through the Problem Management process, including creating and maintaining problem records in Jira, performing impact analysis, defining priority based on business and customer impact, engaging the appropriate engineering teams, driving root‑cause analysis, and coordinating implementation of corrective actions.
- Escalate high‑impact issues through internal governance forums, including the Control Tower, to ensure visibility, alignment, and timely resolution.
- Support the review and approval process for Technical Service Bulletins (TSBs), Rapid Service Updates (RSUs), and Customer Satisfaction Notices (CSNs).
- Provide clear, timely communication of problem status, risks, and mitigation plans to leadership and key stakeholders.
- Track and support new software updates and releases, including FOTA and AOTA campaigns, as well as IVM initiatives, ensuring operational readiness.
- Collaborate with internal and external stakeholders—including product, business, marketing, and development teams—to support new launches and address escalations effectively.
- Respond to unexpected system and network outages by rapidly engaging the appropriate technical teams to drive resolution and minimize customer impact.
- Be a customer advocate in Release Control Board and Launch Gating meetings, ensuring operational considerations and customer experience are prioritized.
Basic Qualifications:
- A Bachelor’s degree in engineering, Information Systems, Computer Science or related field
- A minimum of 5 years of overall experience
- Excellent ability to understand and communicate technical issues
- Strong sense of urgency and dedication to customer experience – Occasional support to outages and time sensitive assignments during off hours or weekends
- Excellent communication, organizational, and interpersonal skills
- Proficient in MS-Office, Service-Now, Jira, PowerBI
Preferred Qualifications:
- A minimum of 2 years of experience working on an Automotive Connected Services Program
- Knowledgeable in Connected Vehicle Backend Systems, Modem Provisioning and Security Certificates, Apple CarPlay, Android Auto, Connected Services features including remote operations, vehicle information, alerts, emergency services, FOTA, MOTA, In-Vehicle Wi-Fi, Vehicle systems and architecture
Skills Required
- Bachelor's degree in engineering, Information Systems, Computer Science or related field
- Minimum of 5 years of overall experience
- Excellent ability to understand and communicate technical issues
- Strong sense of urgency and dedication to customer experience
- Excellent communication, organizational, and interpersonal skills
- Proficient in MS-Office, Service-Now, Jira, PowerBI
Stellantis Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Stellantis and has not been reviewed or approved by Stellantis.
-
Pay Growth & Progression — Contract-driven increases lifted hourly wages roughly 25% over 4.5 years and restored cost-of-living adjustments, pushing top rates near $42 per hour by the end of the agreement. Union hourly positions appear to have benefited most since the 2023 deal.
-
Affordable Benefits — UAW-represented hourly workers pay no premiums and about 3% of total healthcare costs while receiving comprehensive medical, dental, vision, and wellness coverage. This creates materially lower out-of-pocket costs for represented hourly roles.
-
Retirement Support — Post-2007 hourly hires receive a 10% employer 401(k) contribution and legacy workers saw defined-benefit improvements with retiree bonuses. Salaried roles also cite a 401(k) with employer match and contribution up to a maximum of 8%.
Stellantis Insights
What We Do
Our storied and iconic brands embody the passion of their visionary founders and today’s customers in their innovative products and services: they include Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall and mobility brands Free2move and Leasys. Powered by our diversity, we lead the way the world moves – aspiring to become the greatest sustainable mobility tech company, not the biggest, while creating added value for all stakeholders as well as the communities in which we operate.
